Call Center Customer Service Specialist (CUS1)(71002177) / Southern California Edison / Long Beach, CA
Southern California Edison/Long Beach, CA
Highly-motivated; likes challenge; collaborative; committed to delivering high quality workâ€¦ Did we describe you? Read onâ€¦
Southern California Edison is one of the nation’s largest investor-owned electric utilities. We are an industry leader that is designing new and innovative ways to meet our customer’s needs. We are looking for highly motivated individuals who enjoy the challenge of working on key industry changing projects. We need your good ideas and your contributions to remain a leader in this industry.
Southern California Edison's customer base is both ethnically and culturally diverse, with among the state's largest concentration of non-English speaking residents. Our company celebrates and accommodates the diversity of the community it serves through in-language services and special programs. An emphasis on diversity strategies, operational goals and accountability helped SCE maintain its rank in the top tier of Fortune magazine's annual list of the top 50 companies in America for ethnic minorities, placing high on the list at number eight.
This position will be a Call Center Customer Service Specialist in the Customer Communications Organization (CCO) within Southern California Edison's Power Delivery Services Business Area. The successful candidate will serve as SCE's first line of contact for customers and will provide the highest quality service in a non-stop, fast-paced, and continually changing environment while ensuring SCE's and the California Public Utilities Commission's (CPUC) polices are followed.
Typical responsibilities will include:
â€¢Receiving phone calls from customers and updating customer information.
â€¢Resolving customer issues through the research and analysis of data, reconciliation of inquiries or transactions, and utilization of computer programs/systems.
â€¢Negotiating credit arrangements; providing excellent customer service during disaster outage situations; handling sensitive customer information and issues.
â€¢Participating in special projects and coordinating activities which support Power Delivery Services.
â€¢Attending all shifts as assigned, including working overtime as needed with little to no notice.
â€¢Maintaining a safety conscious work environment by following Edison safety protocols and safe work practices.
â€¢Performing other responsibilities and duties as assigned.
â€¢Must have a minimum of one year of experience using computer systems to resolve problems for customers and answer customer questions regarding business programs, policies, and procedures.
â€¢Must have a minimum of one year of experience analyzing customer data and offering programs, products or services to resolve customer needs pertaining to collections, billing, inside sales, or energy advisory services.
â€¢A combination of formal education, training, and experience to gain knowledge, skills, and abilities equivalent to those typically possessed by a high school graduate.
â€¢Typically possesses one or more years of experience resolving customer inquiries.
â€¢Demonstrated experience researching, analyzing, and reconciling data/information.
â€¢Demonstrated experience applying conflict negotiation skills to resolve customer issues and complaints.
â€¢Demonstrated experience handling confidential customer information.
â€¢Demonstrated experience managing multiple tasks, and prioritizing shifting priorities and deadlines.
â€¢Demonstrated experience exercising discretion and good judgment.
â€¢Demonstrated experience providing customer service.
â€¢Demonstrated ability to interface effectively and collaborate with internal and external clients, peers, management, and other work units.
â€¢Demonstrated ability to follow Edison safety protocols and safe work practices.
â€¢Must demonstrate the ability to integrate work across relevant areas, develop the business and services to enhance customer satisfaction and productivity, manage risks appropriately, develop and execute business plans, manage information, and provide exceptional service to internal and external customers.
â€¢Must demonstrate effective resource and project planning, decision making, results delivery, team building, and the ability to stay current with relevant technology and innovation.
â€¢Must demonstrate strong ethics, influence and negotiation, leadership, interpersonal skills, communication, and the ability to effectively manage stress and engage in continuous learning.
â€¢Able to speak Korean, Cantonese, Cambodian, Mandarin, Vietnamese or Spanish
â€¢Southern California Edison employment experience.
â€¢5306 â€“ EEI Customer Service Rep Test
â€¢We encourage you to immediately begin preparing for any tests required in this job posting.
â€¢This is a 24 month full-time project regular position.
â€¢This position will be located in Rancho Cucamonga, CA or Long Beach, CA
â€¢Edison International and Southern California Edison reserve the right to close or cancel a posting at any time.
â€¢If you are interested in this position, please submit your resume in confidence by visiting www.edisonjobs.com.
â€¢Edison International is an Equal Opportunity Employer.
â€¢Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
â€¢SCE provides access and opportunities to those with disabilities; please let us know if you require an accommodation for this appointment.
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of nearly 14 million via 4.9 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
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